- Establish the South African operation- Manage the daily operations of the call center across various business lines- Responsible for P&L of the various projects- Client communication & relationships- Oversee Back Office / Support departments (e.g., HR, ICT, Facilities, etc.)- Initial 140 FTE growing to 400+ - 80% Inbound, 20% BlendedReason for Leaving: Contract position

Reporting to the Owner & CEO – Rehabilitation & Restructuring of a failed Call Centre operation- Implementing a functional Operational Structure- Resourcing & Recruitment- Re-design Training framework and upskill of existing staff- Manage reduction of non-performing staff- Daily Operational Management and Analysis & Reporting- 70% Outbound, 10 % Inbound, 20% BlendedReason for Leaving: Retrenched – Covid Lockdown

HEAD OF SITEReporting to the Directors – responsible for the planning, setup & launch of a greenfield BPO operation - Planning of Facilities, ICT, Service and Operational Environment- Recruitment of the required staff- Contractor & Supplier Management- Campaign Implementation- Operational Management- Campaign Analysis & Reporting- Staff Planning & Management Reason for Leaving: Retrenched – Investors withdrew from the project

Reporting to the Directors – Setup & launch of an off-shore Contact Centre in Century City, CT- Planning of Facilities, ICT, Service and Operational Environment- Planning and establishment of the operational structure of the centre- Recruitment of the required staff- Operational oversight and strategic planning- Analysis & Reporting- Staff Planning & Management Reason for Leaving: Contract role. Growth to 50 seats before hand-over to client.

OPERATIONS MANAGERReporting to the CEO and Directors – General Management, Project Management & Operational Management - Operational oversight and strategic planning on campaigns- Inbound, Outbound & Blended Campaign implementation- Relationship Management with Prospective and Existing clients- Campaign Analysis & Reporting- Staff Planning & Management +/- 950 FTE- Designing & Implementing start-up strategies for new campaigns- Project Management across all company activitiesReason for Leaving: RETRENCHED – large client withdrew

Company: A24 Group 09/2004 to 05/2007 as well as 11/2009 to 10/2012GROUP BUSINESS SUPPORT MANAGER (SA and UK operations)General Manager role reporting to the Managing Director - responsible for UK and SA Business Processes, Compliance, Training and as well as the management of Data Capturing, Compliance Maintenance, 3rd Party Training and Quality Control.  Call Centre – Operational Management of the Call/Contact Centre, +/- 350 FTE UK and SA Compliance – Ensuring Group-wide compliance with regulatory requirements in both countries Managing Organizational Strategy – Identifying future challenges, planning solutions, mitigating risk, operational planning Business Processes – Financial, administrative and operational efficiencies Human Resources – Staff planning, all BCEA and LRA issues, Recruitment Leading New Projects – Planning, managing and implementing business projects ICT – Capacity management, Strategic ICT management Policy Making – Understanding UK regulations and requirements - formulating policies for efficiency and compliance Training – Integration of new staff into the Group Data Capturing – Large scale capturing of information and documents in both countries Compliance – Ensuring internal company-wide corporate compliance and external legislative compliance; Designing and implementing systems to track requirements and compliance levels 3rd Party Training – Coordinating staff training with UK providers Quality Control – Ensuring the required levels of competence and service delivery in both South Africa and the UK General - Negotiating with new clients and suppliers, signing off on expenditureReason for Leaving: Reached the end of a possible career path – company 100% family owned, no progression possible.